Post on 26-Dec-2015
Planning ahead – Why do it? Planning ahead – Why do it?
592924SR
It might help to know what you’re up against . . .
Lunch!
Lunch!
Leveraging Knowledge Management in Product and Service Development Projects
Presented by: Suzanne Hansen
Leveraging Knowledge Management in Product and Service Development Projects
Presented by: Suzanne Hansen
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
AgendaAgenda
• Vision Vision
• Knowledge Management (KM) OverviewKnowledge Management (KM) Overview
• KM Program Project ConsiderationsKM Program Project Considerations
• Implementing the Service Development Implementing the Service Development Framework Framework– Service Development Plan ComponentsService Development Plan Components
– Technology Roadmap ConsiderationsTechnology Roadmap Considerations
– Enterprise Architecture StrategiesEnterprise Architecture Strategies
• Technology TrendsTechnology Trends
• Examples Examples
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
VisionVision
Global Business Models … that embrace collaborative marketing and Global Business Models … that embrace collaborative marketing and delivery systems built on “best practices” open technology AND IT delivery systems built on “best practices” open technology AND IT enterprise management systemsenterprise management systems
VisionVision
Global Business Models … that embrace collaborative marketing and Global Business Models … that embrace collaborative marketing and delivery systems built on “best practices” open technology AND IT delivery systems built on “best practices” open technology AND IT enterprise management systemsenterprise management systems
• Data anytime, anyplace, anywhere with unbounded collaboration
• To gain competitive edge
• Through systems that swiftly reward performance excellence
• Data anytime, anyplace, anywhere with unbounded collaboration
• To gain competitive edge
• Through systems that swiftly reward performance excellenceCopyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Knowledge
Knowledge Management OverviewKnowledge Management Overview
QualificationQualification
ClassificationClassification
CharacteristicsCharacteristics
DefinitionDefinitionDefinitionDefinition
Commercial Knowledge AssetCommercial Knowledge Asset Comprised of Comprised of people/teams/artifacts that, in a given situation, formulate the right goals, and right actions at right place/time and price
BusinessEventstimulus
Performance
Situation GoalDesired State
action
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Knowledge Management OverviewKnowledge Management Overview
QualificationQualificationQualificationQualification
ClassificationClassification
DefinitionDefinition
Tacit knowledgeTacit knowledge PersonalPersonal Hard to formalize and to communicateHard to formalize and to communicate Demonstrated Demonstrated ‘here and now’ ‘here and now’ Two dimensions:Two dimensions:
- Technical (know-how)- Technical (know-how) - Cognitive (beliefs)- Cognitive (beliefs)
Explicit knowledgeExplicit knowledge Transmit in formal, systematic languages Transmit in formal, systematic languages Can be expressed in words and numbersCan be expressed in words and numbers Tip of the iceberg of knowledge bodiesTip of the iceberg of knowledge bodies Oriented towards past events Oriented towards past events or objects or objects ‘over there and past’‘over there and past’
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Knowledge Management OverviewKnowledge Management Overview
ClassificationClassificationClassificationClassification
CharacteristicsCharacteristics
DefinitionDefinition
Knowledge MapsKnowledge Maps
Maps to accessible contentMaps to accessible content Classifies roles, data & workflow process Classifies roles, data & workflow process Agile - adapts to change Agile - adapts to change (e.g. hyperlinks to related KM domains)(e.g. hyperlinks to related KM domains) Includes tacit & explicit knowledgeIncludes tacit & explicit knowledge
ExamplesExamples
- Customer Relationship Knowledge- Customer Relationship Knowledge
- Operations Infrastructure Management- Operations Infrastructure Management
- Products and Core Re-usable- Products and Core Re-usable Services Components Services Components
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
KM Program Project ConsiderationsKM Program Project Considerations
Process ComponentsProcess Components
Organization and CultureOrganization and Culture
Definition and GoalDefinition and GoalDefinition and GoalDefinition and Goal
InterdependenciesInterdependencies
Knowledge ManagementKnowledge Management
Process of leveragingProcess of leveraging individual knowledgeindividual knowledge through through organizational learning, organizational learning, run by an organization run by an organization aiming to perform aiming to perform better as a wholebetter as a whole
input
input
in
in
GoalGoal
Add valueAdd value to the company to the company through through continuously continuously
improving performanceimproving performance
ResultResult…… learning learning organizationorganization
Focus…Focus…- Baseline - Baseline original business original business
processes processes - - FFree resources to ree resources to contributecontribute
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Process ComponentsProcess ComponentsProcess ComponentsProcess Components
Organization and CultureOrganization and Culture
Definition and GoalDefinition and Goal
InterdependenciesInterdependencies
Knowledge Diffusion(Transfer)Knowledge Diffusion(Transfer)
Knowledge Creation (Generation) Knowledge Creation (Generation)
Knowledge CodingKnowledge CodingKnowledge CodingKnowledge Coding
KM Program Project Considerations KM Program Project Considerations
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
KM Program Project Considerations KM Program Project Considerations
Knowledge Diffusion(Transfer)Knowledge Diffusion(Transfer)
Knowledge Creation (Generation) Knowledge Creation (Generation)
Knowledge CodingKnowledge CodingKnowledge CodingKnowledge Coding
Four principlesFour principles
Focus on BFocus on Business goalsusiness goals Needed to support knowledge body re-useNeeded to support knowledge body re-use IdentifyIdentify
StructureStructure knowledge domainsknowledge domains in in knowledge knowledge maps maps using ausing a common language andcommon language and
standardization or standardization or EnterpriseEnterprise ArchitectureArchitecture - tacit - tacit knowledge knowledge - explicit- explicit knowledge knowledge
EvaluateEvaluate
Publish – Access data/informationPublish – Access data/information Choose appropriate Choose appropriate technologytechnology
(e.g. ETL vs EAI & report design)(e.g. ETL vs EAI & report design)
Codification Codification aallowsllows knowledge toknowledge to be be shared, stored, combined andshared, stored, combined and manipulated manipulated
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
KM Program Project ConsiderationsKM Program Project Considerations
Knowledge CodingKnowledge CodingKnowledge CodingKnowledge Coding
Computer Supported Computer Supported Cooperative WorkCooperative Work (CSCW) (CSCW)
technologiestechnologies
- - Supports communication/collaborationSupports communication/collaboration across time & space across time & space
- Tasks shift from personal toward - Tasks shift from personal toward workgroup computing workgroup computing - Emphasis shifts from the individual - Emphasis shifts from the individual towards the enterprise towards the enterprise
Web TechnologyWeb Technology- - Internets and intranets focused onInternets and intranets focused on publication publication
GroupWareGroupWare- - Focused on memory and collaborationFocused on memory and collaboration
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
KM Program Project ConsiderationsKM Program Project Considerations
Knowledge CodingKnowledge CodingKnowledge CodingKnowledge Coding
Hypertext Hypertext PrinciplePrinciple Get in/out of multiple contextual layersGet in/out of multiple contextual layers Provides flexible, multi - dimensional Provides flexible, multi - dimensional
representation: (e.g drilldown to layer representation: (e.g drilldown to layer with a different context so knowledge with a different context so knowledge content easily interpreted) content easily interpreted)
Reconciles structure with accessibility, Reconciles structure with accessibility, enabling switching between contexts enabling switching between contexts
PushPush ((ex. mail groups)ex. mail groups) && pullpull
(ex. repository) (ex. repository) technologytechnology
Rules of thumbRules of thumb Establish enterprise standardsEstablish enterprise standards Match tools with objectivesMatch tools with objectives Keep it simpleKeep it simple Remain flexibleRemain flexible
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
KM Program Project Considerations KM Program Project Considerations
Process ComponentsProcess Components
Organization and CultureOrganization and CultureOrganization and CultureOrganization and Culture
DefinitionDefinition
InterdependenciesInterdependencies
GoalGoal
Roles & ResponsibilitiesRoles & Responsibilities Knowledge WorkerKnowledge Worker
- Create, share, search, and use - Create, share, search, and use knowledge in daily routines knowledge in daily routines
Knowledge Functional/Technical ExpertsKnowledge Functional/Technical Experts - Dedicated role combining both - Dedicated role combining both
content knowledge and intuitive skills content knowledge and intuitive skills - Integrate and administer knowledge- Integrate and administer knowledge
Knowledge Program/Project ManagerKnowledge Program/Project Manager - Dedicated role that combines project - Dedicated role that combines project
management skills and management skills and organizational insight organizational insight
- Manages program/project re-use- Manages program/project re-use
Chief Knowledge Officer SponsorChief Knowledge Officer Sponsor - Builds knowledge culture, creates - Builds knowledge culture, creates
infrastructure, secures KM ROI infrastructure, secures KM ROICopyright ©2001 Electronic Data Systems Corporation. All rights reserved.
KM Program Project ConsiderationsKM Program Project Considerations
Organization and CultureOrganization and CultureOrganization and CultureOrganization and Culture
ValuesValues knowledge and people knowledge and people Knowledge respected as Knowledge respected as intellectual capitalintellectual capital Knowledge planned in Knowledge planned in corporate strategycorporate strategy Sets criteria for subject matter Sets criteria for subject matter experts experts KM KM leadershipleadership encouragedencouraged
- Recognition of experts in appraisal system- Recognition of experts in appraisal system - Knowledge creation is seen as real work- Knowledge creation is seen as real work - Reward knowledge consulting/contributions - Reward knowledge consulting/contributions
Enable Enable exchangesexchanges Empowered, cross-functional Empowered, cross-functional teamsteams Compensation structureCompensation structure: reward : reward
information sharing, rather than withholding information sharing, rather than withholding Promote Promote job rotationjob rotation (freshens knowledge) and (freshens knowledge) and
demote job protection (not sharing information) demote job protection (not sharing information) EstablishEstablish trust & confidencetrust & confidence
- Fear stifles creativity - Fear stifles creativity - Encourage skill growth (I.e. don’t force)- Encourage skill growth (I.e. don’t force)
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Supporting executive goals to run business Supporting executive goals to run business processes more efficiently & effectivelyprocesses more efficiently & effectivelyis is the most the most importantimportant challenge of IT challenge of IT
Supporting executive goals to run business Supporting executive goals to run business processes more efficiently & effectivelyprocesses more efficiently & effectivelyis is the most the most importantimportant challenge of IT challenge of IT
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
KM Program Project Considerations KM Program Project Considerations
Process ComponentsProcess Components
OrganizationOrganization
DefinitionDefinition
EnablersEnablers
InterdependenciesInterdependenciesInterdependenciesInterdependencies
GoalGoal
ManagementManagement
AccountingAccounting
Human Resource ManagementHuman Resource Management
Information TechnologyInformation TechnologyInformation TechnologyInformation Technology
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
KM Program Project Considerations KM Program Project Considerations
ManagementManagement
AccountingAccounting
Human Resource ManagementHuman Resource Management
Information TechnologyInformation TechnologyInformation TechnologyInformation Technology
Knowledge managementKnowledge management
Supports and enables ITSupports and enables IT andand other operational other operational processes processes
IT working towards IT working towards enterprise goals, enterprise goals, not not just technology just technology
Changing IT roles shifting from Changing IT roles shifting from data/data/ task automationtask automation towards end user towards end user information deliveryinformation delivery
Knowledge practitioners partnerKnowledge practitioners partner with IT with IT to adapt the appropriate IT solutions to adapt the appropriate IT solutions that fit enterprise evolving needs that fit enterprise evolving needs
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
KM Program Project Considerations KM Program Project Considerations
ManagementManagement
AccountingAccounting
Human Resource ManagementHuman Resource Management
Information TechnologyInformation TechnologyInformation TechnologyInformation Technology
Sample ITSample IT knowledge management knowledge management Future Building Blocks Future Building Blocks
Embedded Products/ServicesEmbedded Products/Services
DatabaseDatabase Business rules, Business rules, workflow & Process workflow & Process automation automation Suite ofSuite of interoperableinteroperable standards, middleware standards, middleware and software/applications/ and software/applications/ tool utilities tool utilities
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Implementing the Service Development FrameworkImplementing the Service Development Framework
Enterprise StrategyEnterprise Strategy
Implementing Knowledge Implementing Knowledge ManagementManagement(the project)(the project)
Implementing Knowledge Implementing Knowledge ManagementManagement(the project)(the project)
Knowledge(the product)Knowledge(the product)
Knowledge Management(the process)Knowledge Management(the process)
AssessAssess
DesignDesign
ImplementImplement
Pre/post Project ConsiderationsPre/post Project Considerations
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Implementing the Service Development FrameworkImplementing the Service Development Framework
AssessAssess
DesignDesign
Enterprise StrategyEnterprise StrategyEnterprise StrategyEnterprise Strategy
ImplementImplement
Pre/post Project ConsiderationsPre/post Project Considerations
Transform the enterpriseTransform the enterprise so that a so that a knowledge management processknowledge management process is is organized on top oforganized on top of existing business existing business processes, processes, yieldingyielding aa learning organizationlearning organization performingperforming Knowledge-enabled processesKnowledge-enabled processes
existingprocess
input output
current situationcurrent situation
Addedvalue
Technology
Culture
People
ProcessContent
desired situationdesired situation
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Implementing the Service Development Framework Implementing the Service Development Framework
Enterprise StrategyEnterprise Strategy
AssessAssessAssessAssess
DesignDesign
ImplementImplement
Pre/post Project ConsiderationsPre/post Project Considerations
AssessAssess phase yields … phase yields …ROI analysisROI analysis
Find existing Find existing business processes business processes needing improvement needing improvement
FocusFocus on on value propositionvalue propositionCustomer FocusedCustomer FocusedOperational ProductivityOperational ProductivityProduct-to-Market ExcellenceProduct-to-Market Excellence
Examine current process performance Examine current process performance and seek KM and seek KM opportunitiesopportunities
Perform Perform investment analysisinvestment analysis of KM effort of KM effort Look for quick wins ! Look for quick wins !
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Implementing the Service Development Framework Implementing the Service Development Framework
Enterprise StrategyEnterprise Strategy
AssessAssess
DesignDesignDesignDesign
ImplementImplement
Pre/post Project ConsiderationsPre/post Project Considerations
The The DesignDesign phase yields a phase yields a transition project plantransition project plan and considers… and considers…
ProcessProcessProcessProcess
ContentContentContentContent
PeoplePeople
CultureCulture
TechnologyTechnologyTechnologyTechnology
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Implementing the Service Development FrameworkImplementing the Service Development Framework
ProcessProcessProcessProcess
ContentContent
PeoplePeople
CultureCulture
TechnologyTechnology
KM Process Project PlanKM Process Project Plan
Baseline original Baseline original business processesbusiness processes to to identify gaps. identify gaps. Consider how to Consider how to “ “ knowledge enable “ …knowledge enable “ …
- - Operational processes Operational processes
- Corporate processes- Corporate processes
- - Strategic Plan processesStrategic Plan processesCopyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Define elements to get toDefine elements to get to desired resultdesired result DetermineDetermine actions neededactions needed for desiredfor desired resultresult
Implementing the Service Development FrameworkImplementing the Service Development Framework
Product or ServiceProduct or ServiceSoftware or ApplicationSoftware or Application “What it is” “What it is”
Support
Maintenance
Price
Channels
Communication Plans
Technology Re-use Roadmap Considerations
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Distribution
Value PropositionValue Proposition
Implementing the Service Development FrameworkImplementing the Service Development Framework
ProcessProcess
ContentContentContentContent
PeoplePeople
CultureCulture
TechnologyTechnology
While authority decentralized, knowledge While authority decentralized, knowledge centralized as follows:centralized as follows:
Establish knowledge domains Translate business strategy into key knowledge areas.
- What is essential to realize strategy in a value-creating way?
Link knowledge domains with processes
- Seek process dependencies
- Link closed loops in organizations to act as business enablers (feedback)
Develop a knowledge map
Locate knowledge sources - Persons for tacit knowledge - Systems for explicit knowledge
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Implementing the Service Development FrameworkImplementing the Service Development Framework
ProcessProcess
ContentContent
PeoplePeople
CultureCulture
TechnologyTechnologyTechnologyTechnology
Inter- and IntranetsInter- and Intranets as well as as well as GroupWareGroupWare have have limitationslimitations
Define enterprise common (modeling) Define enterprise common (modeling) languagelanguage and and standardsstandards ( (key to re-use)key to re-use)
Consider Consider pushpush as well asas well as pull technologiespull technologies
Set-up time is part of the Set-up time is part of the wholewhole Knowledge life-cycle Knowledge life-cycle
Technology trial licenses or prototypesTechnology trial licenses or prototypes used to get end users familiar with tools used to get end users familiar with tools
- Reading instructions and reportsReading instructions and reports
- Writing suggestions (feedback; buy-in)Writing suggestions (feedback; buy-in)
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Implementing the Service Development FrameworkImplementing the Service Development Framework
Technology Roadmap ConsiderationsTechnology Roadmap Considerations
• Design an Enterprise “open standards” roadmapDesign an Enterprise “open standards” roadmap
• ERP data migration and decision support checkpointsERP data migration and decision support checkpoints (e.g. standard vs ad hoc reports) (e.g. standard vs ad hoc reports) • Use Cases or traditional process/data modelsUse Cases or traditional process/data models (e.g. OMG UML and CWM framework)(e.g. OMG UML and CWM framework)
• Robust workflow automation and standards Robust workflow automation and standards interoperability (e.g. www.bpmi.org) interoperability (e.g. www.bpmi.org)
• Choose database & web network architecture based onChoose database & web network architecture based on mass storage flexibility, scalability and archival needs mass storage flexibility, scalability and archival needs
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Implementing the Service Development FrameworkImplementing the Service Development Framework
RelatedRelatedStandardsStandards BizTalk DAV ebXML J2EE RosettaNet SOAP UDDI WfMC WSDL XAML XML Schema
Literature Literature
The XML eBusiness Contracthttp://www.forrester.com/ER/Research/Report/0,1338,10588,FF.html(subscription required) E-Business Process Managementhttp://www.amrresearch.com/EAS/reports/0002easbody1.asp(subscription required) Integrating Business Processeshttp://www.forrester.com/ER/Research/Report/0,1338,5679,FF.html(subscription required)
Technology Roadmap ConsiderationsTechnology Roadmap Considerations
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Implementing the Service Development FrameworkImplementing the Service Development Framework
Technology Enterprise Architecture StrategiesTechnology Enterprise Architecture Strategies
Sample Design Alternatives – Processes and Standards Sample Design Alternatives – Processes and Standards
•Review•Partner review•Product /service review
•Product Introduction•Preparation for distribution• Product change notification
•Marketing Management•Marketing campaign management•Lead & opportunity management•Design win management (EC)
•Order Management•Quote & order entry•Transportation & distribution•Product configuration•Returns & finance management
•Inventory Management•Price protection•Collaborative forecasting•Inventory allocation &
replenishment•Inventory & sales reporting•Ship from stock and debit/credit (EC)
•Service & Support•Warranty management• Asset management• Technical support
TARGETED PROCESSESCOMPLETED SEGMENTS
XML, J2EEMessaging& WorkflowVs Batch ETL
MS or BPMI -ObjectBased
DatabaseRoles and
Rules Based
Inference-Based
Software
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Implementing the Service Development FrameworkImplementing the Service Development Framework
• Technology Enterprise Architecture Strategies Technology Enterprise Architecture Strategies – – Value Management thru partners, competitorsValue Management thru partners, competitors and supply chain and supply chain
- - People People Roles, Delivery Process and Incentives must =Roles, Delivery Process and Incentives must = Strategic Plan enterprise team goals Strategic Plan enterprise team goals
- - ProcessProcess Focus on core re-usable business rules based onFocus on core re-usable business rules based on process/trigger events identified in enterprise Business Plan process/trigger events identified in enterprise Business Plan
• ToolsTools Select middleware, OS, applications, utilities that support re-usable delivery frameworks (e.g. BEA vs Websphere vs MS .Net/biztalk)
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Implementing the Service Development FrameworkImplementing the Service Development Framework
Enterprise StrategyEnterprise Strategy
AssessAssess
DesignDesign
ImplementImplementImplementImplement
Pre/post Project ConsiderationsPre/post Project Considerations
Knowledge WorkersKnowledge Workers
Performs daily work with knowledge linksPerforms daily work with knowledge links
Knowledge Functional/Technical Experts Knowledge Functional/Technical Experts
Update inventory of existing Knowledge, Update inventory of existing Knowledge, support knowledge workers for both process support knowledge workers for both process & content, and measures progress & content, and measures progress
Develop evolutionary, re-usable roadmapsDevelop evolutionary, re-usable roadmaps
Knowledge Program/Project managerKnowledge Program/Project manager
Manages program/project, encouragesManages program/project, encourages people, and evaluates feedback/rewards people, and evaluates feedback/rewards
Chief Knowledge Officer SponsorChief Knowledge Officer Sponsor
Maintains communications (e.g Maintains communications (e.g success stories) and manages issues/ success stories) and manages issues/ dependencies dependencies
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Service Development Plan ComponentsService Development Plan Components
Implementing the Service Development FrameworkImplementing the Service Development Framework
Competitive Profiles
RequirementsCustomer Data Match & Mix
Offerings
Marketing Industry Best Practices Plan Concepts
CustomerCustomer andandStakeholdersStakeholders
Standards &Common Design
Core Program Service Core Program Service Production DevelopmentProduction Development Call Center/Call Center/
Sales Sales ChannelChannel
Project Delivery Architecture
CustomCustomService SolutionService Solution
FeaturesFeaturesEmbeddedEmbeddedHardware/Hardware/Network/Network/SoftwareSoftware Copyright ©2001 Electronic Data Systems Corporation. All rights
reserved.
Product Manager
Mass CustomizationMass CustomizationProductProductFeaturesFeatures
Implementing the Service Development FrameworkImplementing the Service Development Framework
Enterprise StrategyEnterprise Strategy
AssessAssess
DesignDesign
ImplementImplement
Pre/post Project Pre/post Project ConsiderationsConsiderationsPre/post Project Pre/post Project ConsiderationsConsiderations
Enterprise Architecture Enterprise Architecture DeliveryDelivery
Delivery ExcellenceDelivery Excellence
Change ManagementChange Management integration integration Governance Governance MetricsMetrics - continuous improvement - continuous improvement
• Product/Service MgrProduct/Service Mgr Development Development Solution re-use Solution re-use• Program/Project Mgt. Program/Project Mgt. Methodologies Methodologies (e.g. SEI methods)(e.g. SEI methods)
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Technology Trends - Portal EvolutionTechnology Trends - Portal Evolution
Copyright © EDS 2000
BUSINESS INTELLIGENCE AND KNOWLEDGE MANAGEMENT
ERP
Digital Net Markets DefinedBuilding Business Portals
SCM
Procurement Automation
SystemIntegration
Phase 1:
Back Office
Phase 2:
Digitize B2Band B2C
Phase 3:
i2, Aribaand Web Methods
Phase 4:
EAI
Phase 5:
Front to back office
Customer Integration
CRM vsHelp Desk IT InfrastructureOptimization
WirelessSPOC
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Technology Trends - Net Portal Features Technology Trends - Net Portal Features
Personalization
Collaboration
Process
Content Management
Search
Presentation
Categorization
Integration
Security
Unified, Ergonomic and experience-based user interface design
Role-Based Content and Tools Desktop
Dynamic Content Distribution and Instant Messaging
Integration with back end enterprise applications and workflow
Knowledge Mgt Content Management and Distribution
Intelligent, User-Friendly Search Engines
Classifying Content for Intuitive Access
Directory Services and Single Sign-On
Enterprise Application Integration to supply chain systems
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Technology Trends – Knowledge Management Value Chain Technology Trends – Knowledge Management Value Chain
Efficiency Connectivity Innovation• Work ExpertWork Expert
• Knows Knows who knows who knows & where & where
• Easy Easy Content to Content to access access
• PreventsPrevents re-inventing re-inventing the wheel the wheel
• ExploitsExploits “How” to do “How” to do
• Benefits allBenefits all
• Cross division/Cross division/ LOB Knowledge LOB Knowledge
• Know “ how “Know “ how “ to deliver Power to deliver Power
• DevelopsDevelops Corporate Corporate Potential Potential
• EncouragesEncourages Best Best Practices Practices
• PromotesPromotes Future Value Future Value
• Knows why,Knows why, what & when what & when of knowledge of knowledge
• Inspires andInspires and Connects Connects
• DevelopsDevelops new ideas new ideas
• Generates Generates knowledge knowledge wealth wealthCopyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Technology Trends – “Best Practices” Content ManagementTechnology Trends – “Best Practices” Content Management
• KM Strategy tied to strategic Market/Business ModelsKM Strategy tied to strategic Market/Business Models - - International Industry proprietary or generic open standardsInternational Industry proprietary or generic open standards
- Evolve from manual to - Evolve from manual to automated automated Global Executive Enterprise Process ManagementGlobal Executive Enterprise Process Management
- Integrate ISO, CMM, Balanced Scorecard and Integrate ISO, CMM, Balanced Scorecard and Malcolm Baldridge processes first, then automate with Malcolm Baldridge processes first, then automate with corporate enterprise processes (e.g. Start with ERP industry corporate enterprise processes (e.g. Start with ERP industry specific best practices specific best practices process automationprocess automation ) )
- - Work SystemsWork Systems • Collaborative and incented to share informationCollaborative and incented to share information• Cross functional high performance teams support re-useCross functional high performance teams support re-use• Incentives/rewards based on Global Market Plan GoalsIncentives/rewards based on Global Market Plan Goals
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Technology Trends – “Best Practices” Content ManagementTechnology Trends – “Best Practices” Content Management
• Wireless and Web Data Process Managementata Process Management
ERP vs external data/content source mgtERP vs external data/content source mgt CRM vs Internal Help Desk wireless convergenceCRM vs Internal Help Desk wireless convergence Supply Chain Interoperability enabled by … Supply Chain Interoperability enabled by … EDI to XML/ebXML with CWM/UDDI EDI to XML/ebXML with CWM/UDDI
• Enterprise Value ChainEnterprise Value Chain
- Executive Portal Management and private - Executive Portal Management and private E – Marketplace procurement supply chains E – Marketplace procurement supply chains- Point of purchase commodity content downloads- Point of purchase commodity content downloads- Content Distribution matures to overcome system- Content Distribution matures to overcome system constraints with people and KM technologies constraints with people and KM technologies
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Technology Trends – “Best Practices” Content ManagementTechnology Trends – “Best Practices” Content Management
• Adaptive, complex systems rely on Adaptive, complex systems rely on ”p”peopleeople”” to create to create innovative, synergistic results… How? innovative, synergistic results… How?
• Skilled roles and interactionsSkilled roles and interactions• Enabling best practices process, tools and consulting teamsEnabling best practices process, tools and consulting teams• Preserve institutional knowledgePreserve institutional knowledge
• Quality, minimal defects and user friendly applicationsQuality, minimal defects and user friendly applications • Customer relationship management/infrastructureCustomer relationship management/infrastructure call center business intelligence evolving to utility model call center business intelligence evolving to utility model
• Application code framework commodity pricedApplication code framework commodity priced• Custom service development strategist – Premium PricedCustom service development strategist – Premium Priced
• Dynamic Planning and Re-use Checkpoint PrioritizationDynamic Planning and Re-use Checkpoint Prioritization
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Examples - PLMExamples - PLM
Unigraphics Solutions (UGS) and Structural Dynamics Unigraphics Solutions (UGS) and Structural Dynamics Research Corp. (SDRC) …Research Corp. (SDRC) …PProduct lifecycle management (PLM)roduct lifecycle management (PLM)
““PLM Solutions’ products are used to help manufacturing PLM Solutions’ products are used to help manufacturing companies optimize their product lifecycle process by digitally companies optimize their product lifecycle process by digitally producing and sharing product planning, design, manufacturing producing and sharing product planning, design, manufacturing and distribution information via local networks and the Internet.”and distribution information via local networks and the Internet.”
“ “ PLM Solutions is in a prime position to deliver digitized PLM Solutions is in a prime position to deliver digitized product lifecycle management solutions that ensure our product lifecycle management solutions that ensure our customers are on the leading edge in creating customers are on the leading edge in creating next-generation products at Internet speed.” next-generation products at Internet speed.”
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Front Office Back Officee-Logistics
• Asset management
• Contact Personalization
• Customer Sat • Process and
EAI automation
• Procurement & Acquisitions
• Pick/Pack/ShipLogistics
• Defect/Returns Processing
Distribution
•Web
•Wireless
•Kiosk
•Fax
Customer Support
• Customer Interaction Centers
• Knowledge Mgmt• Web Self-Service
Data Workflow
Product/Program Mgt
•Phone
•VoIP
•Text Chat
•WebCollaboration
•Fax
• Tagged Asset Catalog• Inventory & mass
customization• Procure/Payment
Process/Bill• Track product/service
requirements
Examples - Enterprise Relationship Management
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
• Provide bar code traceability and tracking through Provide bar code traceability and tracking through each production and sequenced shipping stationeach production and sequenced shipping station
• Route carriers and store information based on Route carriers and store information based on scanner, torque device, function test, and manual scanner, torque device, function test, and manual input datainput data
• Wonderware and Oracle Wonderware and Oracle
• Develop mass customization logic to address the Develop mass customization logic to address the needs of each type of client stationneeds of each type of client station
• Configure software to address function(s) Configure software to address function(s) performed at each station based on the current performed at each station based on the current plant floor layoutplant floor layout
• Complete traceability of each seat availableComplete traceability of each seat available
• Real time routing improved efficiency, throughputReal time routing improved efficiency, throughput
• Highly flexible design allows for line re-design to Highly flexible design allows for line re-design to improve quality and efficiencyimprove quality and efficiency
Challenge:
Approach:
Results:
Examples - Auto Seat SupplierExamples - Auto Seat Supplier
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Unload
AssemblyStart
(in sequence)
Repair List
Failed Tests Repair Pressed Incomplete Operations
Assembly Station
PicklightsRepair NeededRelease Carrier
Torque Station
Test Stand
RF Reader
Loaded Carrier
Examples - Auto Seat SupplierExamples - Auto Seat Supplier
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
eds.comeds.comContact: Suzanne Hansen SuzanneK.Hansen@eds.com
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Success Stories - Automotive Seat SupplierSuccess Stories - Automotive Seat Supplier
Build Line S
Build Line E
Rear Seat
Sequencer
Stripper/LoaderPLANT FLOOR DIAGRAM
Fixed Scanner
Pallet
Hand Scanner
Legend
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Competitive SolutionsCompetitive Solutions
Intellectual Capital vs PropertyIntellectual Capital vs Property
• Intellectual CapitalIntellectual Capital
• Open “Standards” Based KnowledgeOpen “Standards” Based Knowledge• New unpatented ideas not shared with companyNew unpatented ideas not shared with company• Tacit unstructured knowledge sharingTacit unstructured knowledge sharing
• Intellectual PropertyIntellectual Property
• Corporate Resources - “Know How” to perform jobCorporate Resources - “Know How” to perform job• Patents/CopyrightsPatents/Copyrights• Re-usable significant or tagged assets Re-usable significant or tagged assets • Explicit KnowledgeExplicit Knowledge
Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.
Knowledge : CharacteristicsKnowledge : Characteristics
QualificationQualification
ClassificationClassification
CharacteristicsCharacteristics
DefinitionDefinition
Knowledge has to do withKnowledge has to do with Truth (correctness)Truth (correctness) Abstraction (reduction of complexity)Abstraction (reduction of complexity) Experience (history)Experience (history) Openness (self-awareness & self-criticism)Openness (self-awareness & self-criticism) Rules of thumb (behavioral patterns)Rules of thumb (behavioral patterns) Intuition (decreasing response time)Intuition (decreasing response time) Trust (values & beliefs)Trust (values & beliefs) Meaning (context-specific understanding)Meaning (context-specific understanding)
Knowledge is an assetKnowledge is an asset originating 2/3 from face-to-face conversations originating 2/3 from face-to-face conversations
and 1/3 from lectureand 1/3 from lecture increasing with useincreasing with use still remaining, after having it given awaystill remaining, after having it given away not valuable if inaccessiblenot valuable if inaccessible giving confidence and leading to commitmentgiving confidence and leading to commitment
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Modeling of the processes performed by the enterprise to meet its objectives and showing the inter-relationships between the processes and the resources required
Definition of the scope of automated systems and their inter-relationships. It represents a high-level design of the application solution defining howcore-usable standards, business process components will be supported with systems.
Definition of the types of data required to support the business process
Definition of the integrated hardware, software and communications components which provides the technical platform to support the business systems and data structures. Includes operating system, middleware, and system pre/co-reqs
Definition of how people are/should be organized to carry out the defined business processes
Sample IT Delivery Architecture Components- Configuration Release Management …
Business Process
Architecture
Application Architecture
InformationArchitecture
Organization Architecture
Technology Architecture
Integrated Enterprise IT Framework Integrated Enterprise IT Framework StrategyStrategy
A Quality Systems Perspective
4Information and Analysis
1
Leadership
7
Results
7
Results
Customer and Market Focused Strategy and
Action Plans
5 Human
Resource Focus
3 Customer &
Market Focus
6Process
Management
2Strategic Planning
Information and Analysis